Country Manager South Korea - Luxury Customer Experience

About this role

We are growing! We are currently looking to hire a Country Manager South Korea – Luxury Customer Experience for our Seoul office.

About CXG:
Founded in 2006, CXG is a global customer experience company uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.
The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.
We are passionate about delivering impacts.
Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.
Your role:
As Country Manager for South Korea, you will be the senior local leader and will hold full accountability for the country's P&L, commercial growth, client satisfaction, team performance, operational execution, and the quality and profitability of locally delivered projects.
Reporting to our CXG Chief Commercial Officer, you will act as the main point of contact for all local matters and will have authority over a team of 5 people.
This is a hands-on leadership role. You will be expected to work closely with clients and local teams, our global teams, personally drive business development, make day-to-day operational decisions, and intervene directly when commercial or delivery performance requires support.
You will lead the South Korea team across Customer Success and Operations (in partnership with the Chief of Operation Excellence), ensuring clear priorities, effective collaboration, appropriate resourcing, and consistent execution.
Your responsibilities:
1. Country Leadership, Team Management and Accountability

• Lead the South Korea team with energy, clarity, empathy, and a strong sense of ownership.

• Set clear responsibilities and decision-making authority across the local organization, while remaining close enough to the business to identify issues early and remove obstacles quickly.

• Manage, coach, empower, and hold local team members accountable for their scope of work and promote a consultative, solution-oriented and commercially proactive mindset.

• Set clear individual and collective objectives, with a particular focus on client growth, project quality, operational excellence, profitability, and execution discipline.

• Make timely resource and staffing decisions based on project requirements, commercial priorities, delivery risk, and the financial performance of the market.

• Foster a positive, inclusive, collaborative, and performance-driven culture across the local team.

• Ensure the South Korea team operates in full alignment with CXG's global policies, processes, methodologies, quality standards, and ethical expectations.

2. Business Performance, P&L and Market Development

• Define and execute the South Korea business plan in line with CXG's regional and global strategy and the specific characteristics of the local market.

• Own the full P&L of the South Korea business, with clear accountability for revenue, gross margin, operating expenses, cash collection, forecasting, and overall profitability.

• Personally lead an ambitious and hands-on business development strategy, actively originating, pursuing, and converting new business opportunities rather than relying primarily on regionally or globally generated leads.

• Develop and maintain a strong network of senior decision makers in South Korea and establish CXG as a trusted strategic partner to both Korean and international brands.

• Activate and expand local opportunities with international brands for which CXG already holds regional or global relationships, building the local trust and executive engagement required to generate additional business.

• Identify and win new logos, including Korean premium and luxury brands, international brands operating in South Korea, and companies within CXG's priority industries.

• Develop CXG's presence in priority sectors in South Korea, including luxury and premium retail, automotive, hospitality, and other relevant client ecosystems.

• Build a healthy and diversified pipeline combining growth from existing accounts, new logos, new solutions, cross-practice opportunities, and multi-year engagements.

• Balance short-term revenue generation with the development of sustainable, profitable client relationships and a strong long-term position for CXG in South Korea.

• Establish clear local ownership of business development, ensuring that Customer Success Managers proactively generate qualified opportunities and expand their accounts.

• Set and monitor clear commercial objectives and performance indicators for the local team, with named ownership and disciplined follow-up for each opportunity.

• Track market performance and provide clear, consistent reporting to the Chief Customer Officer and other relevant global stakeholders.

• Lead the annual budgeting and regular reforecasting processes, take corrective action when results deviate from plan, and ensure financial decisions support both growth and profitability.

• Maintain a disciplined and transparent pipeline, with reliable forecasting, clear ownership of opportunities, realistic probabilities, and consistent follow-up through to conversion.

3. Project Delivery and Quality

• Own the quality, timeliness, scope, and profitability of all locally delivered projects, ensuring that commitments made to clients are realistic and consistently met.

• Follow delivery governance, including project reviews, resource planning, quality controls, margin monitoring, risk identification, and clear escalation paths.

• Review the performance of key or at-risk projects, challenge delivery plans when required, and intervene directly to resolve issues affecting quality, deadlines, client satisfaction, or profitability.

• Act as the senior local escalation point for clients and ensure that…